Associate Technical Engineer in Bucuresti

Responsibilities Your main deliverables will include, but are not limited to, the following: o Provide world class client / technical support to our software solutions by monitoring, evaluating, analyzing and prioritizing issues / cases from clients experiencing problems with software, networking, and other related technologies; o Provide the above via E-Mail, phone, web ex, live meeting and other electronic medium; o Adhere to Client Services standards and processes while also ensuring assigned performance targets and service level objectives are met; o Ensure client satisfaction by responding to requests for assistance. Investigate, troubleshoot, or escalate issues as required. Accept responsibility for, coordinate, and track issues to a resolution/conclusion; o Thoroughly document all interactions with clients in case tracking system. Escalate complex and/or client sensitive issues; o Assist in building and reviewing knowledge base and written how-to documents for internal and external distribution; o Maintain proficient knowledge of job related information as required. This may include financial institution, compliance, or technical information; o Build and maintain knowledge on specified company components. Seek to maximize support certifications; o Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems o Perform additional duties or special assignments as required; Required Skills, Knowledge & Experience: o Have a passion for Customer Support; o Superior customer service skills and Professional Telephone etiquette; o Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively; o Bachelor's degree in Business, Information Systems, Finance or related discipline or equivalent experience. o Professional experience working with MS Office applications, MS based PC’s and Servers; o Deductive problem-solving skills to investigate and solve a broad range of problems. Strong critical thinking and analytical skills required; o Ability to analyze each support request for root cause, determine if the issue could be prevented by changes in the software application or users’ processes and outline change recommendations; o Active listener with the ability to understand what may not be asked or communicated thoroughly by user; o Superior customer service skills and ability to prioritize and balance multiple tasks with minimal direct management; o In depth knowledge and experience with software installation, configuration, use and troubleshooting of software applications for clients; o Must be available for on-call on weekends as needed. o Must be available for US time zone shift (up to 18:00 - 03:00) Nice to have: o Exposure to MS CRM / Salesforce will be an added advantage; o Previous experience in financial services/sales and/or experience in a contact center; o Understanding of financial institution business operations (Front Office, Back Office, Lending, Channels);